Terms of Service

Support hours are Monday to Friday, 8:00am to 5:00pm Pacific, except on the holidays below.

We are closed on New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, Christmas Day and New Year’s Eve. When one of these falls on a weekend, we close on the nearest weekday instead — the Friday before or the Monday after. December dates are exactly as listed below.

Limited hours, 8:00am to 12:00pm Pacific: Christmas Eve every year; 28–30 December 2026; and 27–30 December 2027. Response times on these days are measured within the limited hours.

The upcoming dates are:

Response times are measured during support hours. The clock pauses outside them and resumes the next business morning.

• Urgent — response within 1 hour. Urgent means the issue affects your whole organization: email is down, nobody can work, or Sunday’s service is at risk.
• Everything else — response within 4 hours. One person blocked, something broken with a workaround, requests, changes, questions.

Response means a person has read your request, told you what is happening, and given you a next step. It does not mean the issue is resolved — some things take longer, and we will always tell you what to expect.

We classify priority, not the requester. If we reclassify something you marked urgent, we will tell you and explain why.

Support outside these hours is not included. If we ever help outside them, it is a favor freely given and does not change this agreement or create an expectation.

We check backups. We do not supply them. Where your plan includes backup checks, we verify that your existing backup runs and appears able to restore, and we tell you when it does not. We are not your backup service, and we cannot guarantee that any backup will successfully restore.

Microsoft 365 and Google Workspace do not back up your data. Their retention policies are not backups. If your organization has no backup product beyond what those services include, we will tell you so and recommend one — and it is your decision whether to buy it.

You remain responsible for ensuring your organization has adequate backup and for the consequences if it does not.

• Payment is by credit card on automatic monthly billing, charged in advance on the same day each month. There is no surcharge for paying by card.
• Projects are quoted flat and invoiced as agreed in the quote.
• If a card is declined, our processor will automatically retry and notify you. If payment has not been resolved within 15 days, we may pause service until it is, after telling you first.
• Prices may change with 60 days’ written notice, and never during your initial term. If you do not accept a price change, you may cancel effective on the date it would take effect.
• Annual prepayment is available on request at full price. Prepaid amounts are not refundable except as set out in clause 11.

This clause applies if your plan includes a website.

• We build it at no charge, up to the page count in the Services Agreement. Additional pages are quoted before they are built.
• The website is yours. On completion you own the content, the design as delivered to you, and your domain name. We keep ownership of any general-purpose code, tools or templates we reuse across clients, and grant you a permanent license to keep using them as part of your site.
• Your domain stays registered in your name. We will administer it if you ask, but we will not hold it.
• Hosting is included while your plan is active. If your plan ends, we will provide a complete export of your website and help you move it — see clause 11.

We will perform the services with reasonable skill and care. Beyond that, we make no warranties, express or implied.

Neither of us is liable to the other for indirect or consequential losses — including lost income, lost donations, lost data, or loss of goodwill — even if the possibility was known.

Our total liability under this agreement, for any and all claims, is limited to the total fees you paid us in the 12 months before the claim arose.

Nothing in this clause limits liability that cannot be limited by law, including for fraud or willful misconduct.

We maintain professional liability / cyber liability / errors & omissions liability insurance and will provide a certificate of insurance on request.

Some services depend on providers we do not control — Microsoft, Google, your internet provider, your hosting platform, payment and giving platforms. We are not responsible for their outages, price changes, or changes to how their products work. When something is their fault, we will tell you plainly and help you deal with them.

Any change must be in writing and agreed by both of us. Email is fine, as long as both sides confirm.

If something goes wrong, we both agree to talk about it directly first, and to keep talking for at least 30 days before either of us takes any formal step. Most problems between reasonable people are solved in a phone call.

This agreement is governed by the laws of the State of California, and any dispute will be handled in the courts of Santa Clara County, California.

These terms and the Services Agreement are the entire agreement between us, and replace anything discussed or proposed beforehand. If any part of it is found unenforceable, the rest still applies.